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Associate Director - Client Success, China

From fast answers to deep insights, Mintel has provided research and intelligence solutions to consumer-focused businesses for more than 50 years. With a combination of world-class syndicated tools and customized insight solutions, we are the eyes and ears in the markets that matter and the insights behind our clients’ next big idea.

The Associate Director owns the execution of the Mintel service model within the China CPG team, across all client verticals in CPG. They will be responsible for the day-to-day smooth running of the Client Success team, including the development and management of Client Success Managers (CSMs) within China CPG. They will work closely with the commercial leaders in CPG and the wider account management team to ensure resources are adequately aligned and focused in the right areas to maximize Client Success through the use and application of Mintel's data and insights to its full extent supporting our clients’ business goals.

 

What You Will Be Doing:

  • Maintain and continue to grow Mintel’s industry-leading client satisfaction and retention rates by owning the following tasks:
  • Be responsible for the recruitment, performance reviews, motivation, and coaching of the Client Success team across China.
  • Ensure team members are creating and delivering according to the client service plan requirements to drive retention and growth goals.
  • Lead the Client Success team to uncover and activate against client business objectives, showcasing the value of Mintel solutions at every interaction, and at scale.
  • Priorities, delegate and QC client work, including short-term, reactive requests and also longer-term proactive work targeted to achieve our clients' business goals. Depending on tier and complexity, deliver, delegate, or supervise the following activities to your team:
    • Responses to client briefs and prepare analysis, customize presentations and bring data to life using Mintel tools and syndicated content.
    • Presentations to clients across a variety of formats to deliver insightful, thought-provoking analysis.
  • Encourage your team to follow up on all client interactions to understand how the Mintel service model has supported the client and delivered value, and ensure your team is efficiently logging all client interactions and activities on our CRM system.
  • Collate detailed feedback following client projects and engagement to support the commercial goals of both the Account Management team and the New Business Team.
  • Support the new business team on significant opportunities by demonstrating to prospective clients the application and value of Mintel.
  • Educate internal audiences on new, valuable client use cases and act as a client advocate in internal discussions; provide internal advice to sales, product development, content, and marketing on new applications for our products and how we can better serve our clients.
  • Proactively contribute to the development, delivery and measurement of the China client success strategy.

 

Who We Are Looking For:

  • 8+ years’ experience gained in a B2B environment working with research applications for various industries and job roles.
  • A track record of delivering value to complex clients with large employee bases, an understanding of value drivers in recurring revenue business models, and a passion for driving revenue and growth.
  • Proven experience in team management: has the ability to prioritize work and manage the team members' progress, offering support and guidance as needed
  • Highly developed analytical skills, able to interpret a wealth of information from Mintel’s suite of products to build compelling stories with a commercial conclusion that will help drive our client’s business forward (Mintel product training will be provided).
  • Project Management experience, managing projects from inception to evaluation and recommendations.
  • An approachable, collaborative style to create opportunities for groups to work together. Having the right attitude; based on enthusiasm, ambition, and a positive outlook, should all be characteristics you cherish and display.
  • Flexibility to travel regularly within APAC to meet with clients and attend trade events once business travel resumes.
  • A proven ability to identify potential problems and provide pragmatic solutions.
  • Advanced standard in the use of Microsoft Excel, PowerPoint, Word, and Salesforce.
  • Professional competency in Mandarin and English to assist clients across APAC.

 

We Hope You’ll Like Our：

  • A culture that supports true collaboration whilst embracing remote working. 
  • Flexible start time and end time.
  • Blended (office/home) approach to work.
  • Approach to personal development where we encourage individuals to grow and share what they’ve learned.
  • Social events, both within the department and across the company.
  • Generous annual leave and wider circle employee benefits.
  • Additional one day off to celebrate your birthday.
  • Membership in Employee Resource Groups (Mintel Diversity, Mintel Wellness, and Mintel Gives).
  • Giving back is part of our culture with this in mind, Mintel gives employees 2 days' leave per year to join local volunteering activities organised by our Mintel Gives (where applicable).
  • Mental health and wellbeing support via Modern Health App. 
  • Beautifully designed offices foster collaboration and fun.

Mintel is an equal opportunity employer that is committed to the strength of an inclusive workplace.

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